This is critical among contact and call center performance metrics. First contact resolution measures the percentage of customer queries that are successfully solved at the first point of contact.
One way to calculate first contact resolution is to send a message—a text or email—to the customer asking if their recent interaction with the company solved their query and if they would consider the communication successful. This contact can help to provide the consumer perspective on the interaction, rather than only the call center agent's opinion of the exchange.
First contact resolution is an industry-accepted marker of efficiency because if a customer's question is answered adequately the first time, no follow-up contact is required. This saves valuable time for both the agents (and businesses) and the clients.
As well as measuring call center operators' performance, first contact resolution also helps assess the efficacy of the tools and technologies customers use. Companies can measure through which mediums—text, phone calls, chatbots, or email—customer requirements are most easily and quickly met, and which are less effective. Further investigations can be made as to why.
Data collection is the bread and butter of contact center metrics and key performance indicators. First contact resolution data will help firms understand how to achieve better operational efficiency so client needs are met the first time around. This can, in turn, boost overall customer satisfaction scores.